Navigating the Support Hub

When you launch the Support Hub, Zoe provides five options for you to choose from - Knowledge Base, Create or Update a Request, Connect with a Person, Product Enhancement, and Recent Software Updates.

Select the required option. What happens next depends on which option you choose.

To go back or navigate to a different option, use the Support Hub's keywords - see Keywords for Navigation.

Let Zoe know when your request has been completed - click Yes, problem solved. If you need further assistance, click No, I still need help.

Option	Actions
Knowledge Base	Three options - click one to access a link to the relevant area: Unifyr One Admin Academy - help for configuring Unifyr One using Unifyr One Unifyr One (Partner Portal) Academy - help for navigating and using the Partner Portal CustomerONE Training Courses - training courses and programs
Create or Update a Request	Advice Support is not able to accept tickets from @gmail.com email addresses. Please ensure that you submit tickets from an email address with your organization's domain.  This requirement applies to tickets being submitted to any team: Support, Services, Partner Enablement, Customer Programs, Labs, Customer Success and TAMs. Two options for managing requests and tickets:  Submit a New Request - presents a carousel of teams to which to send a request. Use the left and right arrows to scroll through, then click one to open the contact form: Support - platform questions or functional troubleshooting Services - content creation, portal configuration, data management services Business Intelligence - new/updated reports/dashboards, custom data fields, reporting questions Partner Enablement - partner training, guided tours, open office hours services View or Update My Requests - goes to a list of your tickets
Connect with a Person	You will be prompted for your name (how you'd like to be addressed) and your email address. Enter these to access the options provided for your account: Chat with a person - connect with an available live agent (during chat business hours - Sunday 6pm EST to Friday 6PM EST) If you connect outside of normal chat business hours, or during holidays, you're directed to Create a Support Request in the Unifyr One Admin Academy. If you're a Gold, Platinum, or Diamond customer, you're also offered options to schedule a meeting. Contact Customer Success - submit a request to Customer Success for strategic or program assistance and contract questions or renewals. Schedule a Support Meeting (Gold, Platinum, and Diamond customers) - get options to Schedule a Support Meeting or Schedule a Concierge Meeting. Both of these options direct you to Calendly, where you can find and book an available slot Support Meeting - a Support Team member can help you with technical questions about the platform or discuss a recurring problem Concierge Meeting - a Support Team member can guide you to the right resources for carrying out implementation or project tasks, such as escalating a support case, getting strategic guidance from your CSM, or upgrading a contract Connect with a TAM (Gold, Platinum, and Diamond customers) - get options to Submit a TAM Request or Schedule a TAM Meeting. Submit a TAM Request - submit a request for a TAM's attention Schedule a TAM Meeting - go to Calendly, where you can find and book an available slot Technical Account Managers (TAM) are our technical resources in the CS organization. TAMs can help answer questions like these: Are we optimizing our use of existing features? Can you make recommendations based on best practice on how we set up/configure the platform features? We are considering an integration project - who can talk through our requirements with us? Operations Manager (Platinum and Diamond customers) - access Operations Management, a service providing proactive oversight support to all ticketing. The Operations Manager is the primary contact, offering existing case escalation, prioritization, and cross-departmental coordination. The Operations Manager offers customers a holistic view of cases in action via regular meetings to discuss status and provide feedback.
Product Enhancement	A link to our Product Insights form, where you can submit a request for a product enhancement or a new feature, or provide product feedback.
Recent Software Updates	A link to the product Release Notes in the Unifyr One Academy.